Client Support Manager: Elevate Customer Experience

InfoTrack US, Inc.; San Francisco, Northern (CA, KY); Hybrid; USD 70,000 - 85,000; Full time

Benefits offered by this job

401(k) Match

Medical, Dental, & Vision Insurance

Paid Time Off

Holidays

Be Me Time

Job summary

One Legal, part of InfoTrack, seeks a Manager in Client Support in San Francisco to build and optimize a front-line, customer-centric team. Lead, coach, and drive KPI-focused improvements in a fast-scaling, hybrid work model.

You’ll mentor staff, partner with IT and cross‑functional teams, and champion Voice of the Customer initiatives to deliver excellent service and measurable results.

Qualifications

• Minimum of 3 years of experience in a customer support leadership role advising and influencing business leaders.
• Minimum of 4 years of experience in a customer support call center environment.
• Minimum of 2+ years working with Salesforce Service Cloud with proven reporting capabilities.
• Minimum of 3 years in a people management role with employee development experience.
• Experience in a SaaS company; legal services background is a plus.
• Experience optimizing and leveraging a telephonic support system; DialPad is a plus.

Responsibilities

• Lead, oversee and supervise hourly client support team members.
• Identify training needs and coach teammates to improve performance and skills.
• Monitor and develop reporting to optimize client support operations and KPIs.
• Ensure team members understand KPIs and deliver excellent customer service daily.
• Collaborate with IT and other departments to optimize systems used to engage customers.
• Mentor and develop talent; drive scalable processes in a growing business.

Skills

Leadership

Customer support leadership

Coaching & development

Cross-functional collaboration

Tools

Salesforce Service Cloud

DialPad

PowerBI

Job description

One Legal, part of InfoTrack, seeks a Manager in Client Support in San Francisco to build and optimize a front-line, customer-centric team. Lead, coach, and drive KPI-focused improvements in a fast-scaling, hybrid work model.

You’ll mentor staff, partner with IT and cross‑functional teams, and champion Voice of the Customer initiatives to deliver excellent service and measurable results.